Call centre supervisors can do a fabulous job or they can delay the process like no one can! They are the ones who run the show at call centre s. If they are properly trained and briefed about the management, they will be able to do a better job of being at the helm. And if they are not allowed to sink their teeth into the project before they start work, the telemarketing project has every chance of running up against the wall. It’s not easy to incorporate elements into projects after it takes off. All the planning and strategizing should happen before the project goes on the floor. The supervisors should be trained for the projects if it is something that they have not done before.
Helios Outsourcing has handled several telemarketing projects that we have never done before. In such cases, we recommend that the call centre supervisors get ample time to do their research. They can bounce their ideas off other peers and seniors. If we feel that they need a trainer who’s not part of the BPO unit, we hire that person for an in-house training session. We do these so that our team leaders and supervisors are always working with a sufficient knowledge bank. We feel that it is better off if they know their way rather than find out how to do it through trial and error methods. That saves time, resources and many errors that can otherwise derail the project.
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